Title
Expectations of the Cross-Channel Customer:
Convenience and Control from Online to In-Store
Featuring the e-tailing group Buy Online/Pick-Up In-Store Study, 3Q 2006

Buy Online/ Pick-Up In-Store/ Research Methodology
Ordered merchandise online from 18 merchants
Shopped twice from each merchant, testing overall customer experience in large and small store formats for comparison and consistency purposes
Designated shipping method as in store pick-up
Once alerted merchandise was available in-store, picked up the merchandise and highlighted the experience
Immediately returned product and documented the experience

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